Generations Community Federal Credit Union
Digital Banking and Card Services Specialist
Generations Community Federal Credit Union, Castle Hills, Texas, United States
Job Type
Full-time
Description
Summary
Supports and maintains the digital banking and card services platforms, ensuring timely, accurate, and compliant service to members and staff. This position manages daily operations, card processing functions, and card dispute resolution-making critical decisions in accordance with Regulation E, card network rules, and internal policies. This role requires strong problem-solving skills, vendor coordination, system expertise, and outstanding member service capabilities aligning with mission, vision, core values.
Primary Duties
Card Services & Dispute Resolution
Manage card services programs (credit, debit, future card products), including ordering, system interface support, vendor management, and compliance. Analyze and process card transactions and products with high accuracy. Handle complex consumer and commercial debit/credit card inquiries and disputes. Make sound decisions on dispute outcomes following Regulation E, card network rules, and credit union policies. Maintain accurate case management records to meet regulatory deadlines. Coordinate with fraud analysts, vendors, and internal teams for dispute resolution. Review Springboard and other dispute-related reports to monitor trends and outcomes. Digital Banking & Platform Support
Provide support for digital channels: online banking, mobile banking, bill pay, mobile deposit, digital wallet, and platform credentials. Actively troubleshoot and resolve escalated issues related to digital banking and card services. Serve as a subject matter expert (SME) on systems such as Episys and related platforms, providing insights and recommendations for improvement. Assist with token activations, vendor credentialing, and digital wallet support. Educate members and staff on digital services, encouraging adoption and optimal use. Operational & Technical Duties
Monitor and review daily/weekly/monthly reports for exceptions, outages, and performance. Provide Helpdesk support to improve response times and awareness of platform issues. Escalate unresolved technical issues appropriately, with clear documentation and follow-up. Ensure duties related to balancing, reporting, and reconciliation are accurately completed. Assist in the creation and adoption of operational policies and procedures. Member Service & Communication
Provide exceptional service and follow-up to members, especially in complex or escalated cases. Communicate dispute statuses, resolutions, and next steps clearly and in a timely manner. Deepen relationships with members by identifying follow-up needs and recommending appropriate services. Cross-Functional Support
Coordinate with vendors (e.g., Visa, CO-OP) to process reports and maintain accurate member accounts. Support internal teams with incoming/outgoing correspondence and reporting needs. Participate in cross-training, projects, and team meetings to stay aligned with organizational goals. Perform other duties and special assignments as needed. Requirements
Experience
Two years of experience in a financial institution, with emphasis on digital banking and card services. Strong hands-on experience with debit/credit card operations, Reg E dispute resolution, and digital platforms. Familiarity with core banking systems (Episys preferred), vendor coordination, and operational reporting. Advanced proficiency in Microsoft Excel (pivot tables, formulas, data analysis) for reconciliation and exception tracking. Skills
Must have the following skills and/or abilities:
Deep understanding of Regulation E, card network rules, and financial compliance requirements. Ability to make balanced, compliant decisions in dispute resolution. Technical proficiency in digital platforms and ability to train and support users. Strong analytical and problem-solving skills; attention to detail in transaction analysis and reporting. Excellent communication skills, both written and verbal. Proficiency in Microsoft Office Suite (Word, Excel, Outlook); ability to learn new systems quickly. Strong time management and multitasking abilities in a fast-paced environment. Commitment to providing exceptional service and promoting digital banking adoption. Fluency in Spanish is preferred. Physical/Other Requirements
Must be able to:
Stand or sit for long periods of time. Lift 10-20 lbs. Must be flexible in work schedule to include Saturdays. Work in-office on scheduled days.
Full-time
Description
Summary
Supports and maintains the digital banking and card services platforms, ensuring timely, accurate, and compliant service to members and staff. This position manages daily operations, card processing functions, and card dispute resolution-making critical decisions in accordance with Regulation E, card network rules, and internal policies. This role requires strong problem-solving skills, vendor coordination, system expertise, and outstanding member service capabilities aligning with mission, vision, core values.
Primary Duties
Card Services & Dispute Resolution
Manage card services programs (credit, debit, future card products), including ordering, system interface support, vendor management, and compliance. Analyze and process card transactions and products with high accuracy. Handle complex consumer and commercial debit/credit card inquiries and disputes. Make sound decisions on dispute outcomes following Regulation E, card network rules, and credit union policies. Maintain accurate case management records to meet regulatory deadlines. Coordinate with fraud analysts, vendors, and internal teams for dispute resolution. Review Springboard and other dispute-related reports to monitor trends and outcomes. Digital Banking & Platform Support
Provide support for digital channels: online banking, mobile banking, bill pay, mobile deposit, digital wallet, and platform credentials. Actively troubleshoot and resolve escalated issues related to digital banking and card services. Serve as a subject matter expert (SME) on systems such as Episys and related platforms, providing insights and recommendations for improvement. Assist with token activations, vendor credentialing, and digital wallet support. Educate members and staff on digital services, encouraging adoption and optimal use. Operational & Technical Duties
Monitor and review daily/weekly/monthly reports for exceptions, outages, and performance. Provide Helpdesk support to improve response times and awareness of platform issues. Escalate unresolved technical issues appropriately, with clear documentation and follow-up. Ensure duties related to balancing, reporting, and reconciliation are accurately completed. Assist in the creation and adoption of operational policies and procedures. Member Service & Communication
Provide exceptional service and follow-up to members, especially in complex or escalated cases. Communicate dispute statuses, resolutions, and next steps clearly and in a timely manner. Deepen relationships with members by identifying follow-up needs and recommending appropriate services. Cross-Functional Support
Coordinate with vendors (e.g., Visa, CO-OP) to process reports and maintain accurate member accounts. Support internal teams with incoming/outgoing correspondence and reporting needs. Participate in cross-training, projects, and team meetings to stay aligned with organizational goals. Perform other duties and special assignments as needed. Requirements
Experience
Two years of experience in a financial institution, with emphasis on digital banking and card services. Strong hands-on experience with debit/credit card operations, Reg E dispute resolution, and digital platforms. Familiarity with core banking systems (Episys preferred), vendor coordination, and operational reporting. Advanced proficiency in Microsoft Excel (pivot tables, formulas, data analysis) for reconciliation and exception tracking. Skills
Must have the following skills and/or abilities:
Deep understanding of Regulation E, card network rules, and financial compliance requirements. Ability to make balanced, compliant decisions in dispute resolution. Technical proficiency in digital platforms and ability to train and support users. Strong analytical and problem-solving skills; attention to detail in transaction analysis and reporting. Excellent communication skills, both written and verbal. Proficiency in Microsoft Office Suite (Word, Excel, Outlook); ability to learn new systems quickly. Strong time management and multitasking abilities in a fast-paced environment. Commitment to providing exceptional service and promoting digital banking adoption. Fluency in Spanish is preferred. Physical/Other Requirements
Must be able to:
Stand or sit for long periods of time. Lift 10-20 lbs. Must be flexible in work schedule to include Saturdays. Work in-office on scheduled days.